ABSA ****med a pensioner

My grandmother had a problem with her SASSA card, SASSA then suggested she use bank to receive her grant. She then remembered that 4 years ago she used to have an account with ABSA. She went to ABSA in Maitland street, Bloemfontein to enquire about the account, asking consultant if she can use her old account since she still has a card but she forgot her pin as she hasn't been using that account for a long time, over 4 years to be specific. Consultant then told her that her account is still active without highlighting the fees accumulated all these years when she wasn't active. She had no idea about these fees, she was only told the account is active and they gave her the details to submit to SASSA. Pin was not given to her, when she asked about the pin she was told she can use the same pin she uses for SASSA card. Grants are now out, she was confused which card to use since ABSA now didn't give her the pin. She didn't even receive notification as previously communicated with consultant during issuing of the account details. She went to a retail shop to withdraw her grant, she couldn't withdraw from both cards. She then went back to ABSA Maitland street Bloemfontein to enquire. To her shock, she received her grant but ABSA depleted her money through bank charges. She went to the bank to complain, nobody wanted to admit they previously assisted her. They then suggested to her to open a new account, they will close the existing one. My question to ABSA is, why this was not done initially? Because opening a new account won't bring her money back. I think ABSA should reimburse my grandmother her grant because this was a negligence from an employee. How is she going to survive the whole of December without her grant? What makes the whole thing sad is that they were not showing a remorse or regret to what they did, instead, they were laughing at her. I mean she is a pensioner, she doesn't even understand all your systems.